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Transcript of Tanglewood Case
Job Satisfaction Surveys
Who's Leaving And It's Cost
Exit Interview Survey
Low survey results
Survey only relates to specific stores
Subjects include: work satisfaction, supervisors/management, and pay/benefits.
“I came on board because I thought Tanglewood would be a different type of retail chain; you know, a place where people worked because they actually liked what they did. But for people like me who are working in a store that used to be run by Mirabelle, that old culture of command and control is still there. It’s too much of an uphill battle to make employee participation work here.”
-Store Manager, New Mexico
According to Heneman (2011), “exit interviews are formally planned and conducted with departing employees.” They should also “be conducted by a neutral person within the human resources department” (pg. 691).
Exit interviews conducted by regional managers
Questions were broad
Section 6: Interview
Salimah Muhammad, Interview Process Manager
Lack of vision and goals
Competitors offer better pay and benefits
“My new job pays me $10,000 a year more, and I can get my whole family on my health plan for free. From my point of view, that’s a real no brainer.”
-Store Manager, Northern California
“As much as I love it here, I just can’t pass up a job that pays 25% more per year to start in the high tech industry. I also think it’s just time for me to try out some different work”
-Assistant Manager, Western Washington
“I would stay if Tanglewood would help to finance my MBA. But I know they won’t, and I know that my new employer will.”
-Assistant Manager, Arizona
Consider reimbursement for graduate students
Consider post-exit online interviews
Change exit interview/ job satisfaction survey
Section 8: Retention Management
Section 7: Selection/Decision Making
Gary Strong, Retention Manager
Detailed selection plan
Which KSAO’s are not measured adequately
New interview questions
Scoring key for each question
PROPOSED SELECTION PLAN
Major KSAO Categories:
Ability to follow oral directions/listening skills
Judgments/priority setting/decision-making ability
Oral and written communication skills
Ability to attend to detail and accuracy
iPAD KIOSK FLOOR STAND
2 Tryten iPad Kiosks for $299.00 each location
Proctor Marshfield Applicant Exams and Marshfield Customer Service Biodata Questionnaire and Essays
Applications, exams, price checks, and product locators
Accurate predictors of future performance is past performance in similar situations
A good selection plan contains predictors
Critical to carefully scrutinize past situation before selecting an applicant
Score key for each question
Responds to pressure
How quickly they can resolve issues
How they resolve conflicts amongst employees
Their leadership from previous jobs
BEHAVIORAL INTERVIEW QUESTIONS
Can you tell me about a previous experience that you consider as being one of your greatest accomplishments in your career?
Can you explain how you addressed a customer that became upset and displayed behaviors of frustration with your employee?
Can you tell me about a previous experience which lead you to discipline or terminate an employee?
SITUATIONAL INTERVIEW QUESTIONS
What would you do if one of your employees were accused of stealing merchandise from Tanglewood?
How would you handle an employee if they were habitually late reporting to work everyday?
What would you do if an employee expressed feelings of being uncomfortable working at Tanglewood due to experiencing sexual harassment in the department?
Interview Process Manager
Develop detailed selection plan
Develop assessment scores based on several multiple predictor methods
Develop a panel of individuals who will be involved in the final selection decision with interviews
Develop a standardized “Official Guide to Selection” for all Tanglewood stores
Hire a Store Manager for our Flagship location
Official Guide to Selection